Customer Experience Assistant

1 week ago

Metro Manila, Philippines enablesGROUP Full time

This is for our current Retail account (Fashion eCommerce) supporting AU, US, NZ plus-size customers through chat, email & voice. 

JOB DETAILS 

• This job position is open for FEMALE applicants only. 

• Respond to all partner brand queries raised through Zendesk and marketplace platforms 

• Have a thorough understanding of practices and policies for each marketplace brand and adhere to these, to achieve the best outcome for all parties involved 

• Monitor customer communications, ensuring they are answered within the agreed SLAs 

• Assist with any reporting requirements 

• Stay up to date with partnering brand’s websites, social channels and email updates 

• Contribute to improving customer conversion and retention 

• Use brand tone of voice in all written and verbal communication 

• Answer All customer communication in a timely manner while providing a high level of service 

• Respond to customer emails within the SLA 

• Assist and style customers via phone, email & live chat 

• Adhere to KPI’s including but not limited to call volume, customer experience and abandoned call rates 

• Resolve all customer queries keeping in mind the best outcome for both the customer and the business while keeping a positive attitude 

• Maintain an accurate database by updating customer details when required 

• For exceptional circumstances, escalate the queries to the team leader 2 

• Liaise with 3rd parties and other areas of the business when required to determine a positive outcome for our customer 

• Provide exemplary customer service to both internal and external customers building and maintaining effective relationships that foster trust and mutual respect. 

• Ensure excellent service standards, respond efficiently to customer enquiries and maintain high customer satisfaction. 

• Be genuinely excited to help customers by being patient, empathetic and passionately communicative. Research, analyze and resolve customer issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create appropriate resolution while maintaining ownership of the issues.

 • Establish and maintain positive working relationships with peers, management, coworkers and partners.

 

QUALIFICATIONS:

• 2-3 years’ BPO experience on end-to-end customer service enquiries (Blended: Chat, Email|Prio: Voice) 3 

• 1-2 years’ work experience with AU/US/NZ Retail campaign is preferred. 

• Experience in managing email support and multiple chat sessions at the same time preferred (minimum of 4 concurrencies) 

• Experience in handling AU/US Voice account is preferred. 

• Passion to provide positive customer experience. 

• Ability to communicate and engage effectively, verbally and in writing, with customers and partners. 

• Ability to use and learn proprietary software systems and proficient with Microsoft Office Suite. Experience in using Zendesk is a plus. 

• Can manage own time, working autonomously and prioritise daily/ weekly tasks to work efficiently 

• Has the ability to reach an outcome with customers and outsourced teams. 

• Manage difficult issues with a calm, professional manner and positive attitude. 

• The ability to establish the best outcome for the partnering brand, customer and our business 

 

Work Location / Working shifts: Shifting Schedule: Rotational | Shifting (with graveyard/night shift) Work Set up: 3x week onsite 

Office Location:  Ortigas Center, Pasig, Metro Manila

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